Terms & Conditions

Secure Packaging:

All items are packaged securely and appropriately depending on their type.

Delivery:

Any products ordered before 2 pm Monday to Friday will be dispatched the same day (excluding bank and public holidays). Different products are subject to different delivery services and time scales all this information will be available to select from at the checkout. You will receive a text message from us with updates on your order if you provide a contact mobile number (only on eligible products). All items are advertised as in stock. In the event an item goes out of stock we will contact you and either dispatch the item when it is restocked or refund your order in full.

Some areas may require a surcharge for delivery in the majority of cases this will be added automatically at the checkout. On a rare occasion, this is not added we will contact you regarding this and inform you of your options. We reserve the right to cancel a transaction without prejudice if the item cannot be delivered without the surcharge being paid.

Delivery timeframes are a guide only. We can not be held accountable for adverse weather, courier issues, and delays. Whilst we will assist as much as possible to help with any issues, we like all online sellers rely on the courier companies for the transport of goods and therefore have to adhere to their terms and conditions which state all delivery services are estimates. Should any item be rejected by yourself for any reason other than obvious damage,  it will incur a restock fee (minimum 7.5%) + return shipping costs, we reserve the right to deduct these charges from your refund. If you do need to reject any delivery on the basis of it arriving in a damaged condition, we ask that you photograph this and inform us at your earliest convenience. 

We can also not be held responsible for any subsequential losses due to deliveries being delayed, missing or damaged. If you are purchasing an item to keep an animal in or an item to keep an animal in good health we recommend that you take precautions if a delay does occur.

Cancellation and Exchanges:

We reserve the right at any time to cancel an order before the item has been dispatched due to any reason. Where possible we may offer an exchange if your purchase is not available.

If you wish to exchange an item you have to contact us with your order number so that we can give you guidance on how to do this.

Pricing or stock errors:  Whilst we endeavor to always show the correct pricing and stock level. Due to technical or human error if an item is displayed at an incorrect price or quantity it may be removed from sale while this is corrected. We will contact you regarding this to outline any options available and will offer a full refund if we cannot fulfill your order for any reason.

We accept no liability for canceled orders which are not available.

Our contract with you (the buyer) comes into force after we have shipped the item and we have accepted your order. When you place an order on our site it is an offer to buy the advertised goods which we reserve the right to reject or accept.

Clearpay transactions – If a purchase is made with clearpay then you accept their terms and conditions when you sign up for your Clearpay account. We are unable to refund orders if the wrong shipping service is selected including click and collect orders, we can offer additional postage options or a credit note for the value of the order, alternatively we have to charge 7.5% of the purchase price to process a refund via Clearpay.  Should any item be rejected by yourself when the delivery is attempted for any reason other than obvious damage,  will incur a restock fee & return shipping costs, we reserve the right to deduct these charges from your refund. If you do need to reject any delivery on the basis of it arriving in a damaged condition, we ask that you photograph this and inform us at your earliest convenience. 

Livestock and Raw Food:

All livestock and raw food are advertised as in stock and ready for sale at the time of listing. All livestock and raw food are advertised for collection only.

The care and condition of our livestock are of the utmost importance to us so therefore if the livestock you have purchased is unavailable at the time of collection you will be offered an alternative or a refund.

Livestock is not eligible for any online offers discounts or voucher codes.

Details of our store opening hours and location are at the top of this guide.

Returns:

Our 30 day returns guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition fit for resale in its original undamaged packaging within 30 days of the date you received the item, unopened (with any seals and shrink-wrap intact, clothing must have labels attached) and we will issue a full refund for the price you paid for the item.

Please note that we reserve the right to send back items to you that have been returned to us after 30 days. We are unable to exchange items that are not damaged, defective or incorrect. On items returned that are not faulty you the buyer are responsible for return postage costs.

Damages:

In the unlikely event that an item arrives to you damaged (this is a very rare occurrence but accidents can happen) please make a note on the delivery drivers notes if you are requested to sign for it. It is important that you contact us within 1 working day of the item being delivered as the couriers require a report of damage within this time. It can also be helpful to us to send us photos of the damage we can forward to the couriers and this ensures we can help you with your issues as promptly as possible.

All returns should be addressed to:-

RETURNS

Huggle Pets
PGO Building
Cooper Street
Wolverhampton
WV2 2JL

Please either email or send a letter/note with your returned package including a copy of the invoice originally sent for reference (this may have been sent via email) so we can deal with your return in a quick and efficient manner, items returned without this information are left open to lengthy delays.

WHOLESALE TERMS AND CONDITIONS

Wholesale terms and conditions vary from standard retail terms and conditions. Please log in to your trade account and check the buying from us tab to clarify trade terms and conditions. If you require assistance with your account please email trade@hugglepets.co.uk with your query.

Click and Collect orders:

Please do not arrive in store to collect an order if you are not notified that your order is ready for collection beforehand. All click and collect processing times are 09:30 AM, 12:00 PM, 13:30 PM and 14:30 PM. Any after this time will not be processed until the next working day. A click and collect order is still considered as a website order, which our shop staff have no access to. You will be asked to return to our store when you receive the notification to say your order is ready for collection.